**Director of Customer Success (Fully Remote) at arenaflex**

Unlock Success: Lead a Customer-Centric Revolution

At arenaflex, we're revolutionizing the way businesses and agencies prove and grow their marketing ROI. As a rapidly growing marketing software company, we're committed to empowering our customers to achieve success through innovative solutions. Now, we're seeking a visionary Director of Customer Success to spearhead our customer-centric efforts and drive growth.

• *About arenaflex**

arenaflex is a dynamic and rapidly growing marketing software company that's changing the game for agencies and businesses. Our cutting-edge solutions empower our customers to prove and grow their marketing ROI, and we're just getting started. With a strong focus on innovation, customer success, and employee satisfaction, we're creating a workplace that's positive, supportive, and inclusive.

• *The Role**

We're looking for a seasoned Director of Customer Success who has a proven track record of successfully scaling and growing SaaS teams. As a key member of our leadership team, you'll be responsible for leading the strategic oversight of two essential pillars of our internal team: Account Management/Success and Customer Support. If you have experience leading both success and support teams within SaaS, we want to hear from you.

• *Key Responsibilities**

As our Director of Customer Success, you'll have the opportunity to:

• Develop, implement, and refine an ongoing customer experience strategy aligned with company objectives
• Track and analyze KPIs to measure success and identify areas for improvement
• Lead efforts for continuous improvement through process enhancements and innovative thinking
• Grow, lead, and develop a high-performance Account Management team
• Collaborate with marketing and sales to identify campaigns, maximizing partner engagement for company growth
• Keep our arenaflex support team best in class!
• Ensure a standard of accurate and effective customer resolutions within the support team
• Monitor KPIs for ongoing improvement, maintaining a company-wide goal of a 15-minute resolution time
• Foster a proactive onboarding approach, anticipating customer needs and ensuring successful solution adoption
• Conduct regular assessments of the onboarding process and implement enhancements for a streamlined customer journey

• *What We're Looking For**

To succeed in this role, you'll need:

• Proven experience managing successful support and success teams in the SaaS landscape
• Expertise in scaling support and success teams from the ground up
• Ability to quickly become a product expert in the SaaS domain
• High technical aptitude and adaptability
• Excellent communication and interpersonal skills
• Ability to thrive in a fast-paced, dynamic environment
• High school diploma or equivalent

• *Company Benefits/Perks**

At arenaflex, we believe in creating a workplace that's positive, supportive, and inclusive. Here are just a few of the benefits and perks we offer:

• Remote first company - we believe in breaking down barriers of bureaucracy and empowering our remote team members to work agilely to accomplish more in a shorter amount of time.
• Immediate impact - the moment you join our team, we hand you the reins to work on projects independently and make a direct impact.
• Health/Wellness - we offer a variety of premium medical insurance plans, as well as dental and vision insurance - making sure you have access to the coverage that works best for you. arenaflex covers 100% of the premium cost for individual employee coverage under selected base plans, as well as the full cost of employee Life/LTD/STD insurance coverage.
• Employee support - we provide an Employee Assistance Program (EAP) that offers counseling, legal, debt management, and travel assistance services free of cost to our employees.
• Time off - in addition to paid holidays, arenaflex offers both flexible time off and competitive PTO plans that continue to offer greater rewards to long-term employees.
• Diversity and inclusion - our workplace is positive, supportive, and inclusive, and we ask all new hires to bring that same approach.

• *Before You Apply**

Before you apply, we encourage you to:

• Learn about our team
• Read about what makes us different or watch a product overview
• Read our reviews on G2 - our Support is best in class!

• *What We Offer**

At arenaflex, we're committed to creating a workplace that's positive, supportive, and inclusive. We're an equal opportunity employer, and we recruit, hire, pay, and promote without regard to gender, race, sexual orientation, age, religion, veteran status, physical/mental abilities, or any other identities protected by law.

If you're ready to drive customer success to new heights and play a pivotal role in shaping our growth, we invite you to join our innovative team at arenaflex. Apply now and let's redefine customer success together!

• *Apply Now**